Head of Operations
- Accra
- Permanent
- Full-time
Reports To: General Manager (GM)
Department: OperationsBe the Engine Driving Growth and Customer ExcellenceAt M-KOPA, we're on a mission to transform lives by making everyday essentials more accessible and affordable. As we scale across Africa, we're looking for a Head of Operations who can translate strategy into action, lead high-performing teams, and deliver exceptional experiences for our customers.This is not just an operations role - it's a chance to shape how millions of people interact with our brand while building the operational backbone that fuels sustainable growth.What You'll DoAs our Head of Operations, you'll provide strategic and operational leadership across customer care, telesales, retail, and logistics. Your mandate is to build scalable, world-class operations that balance efficiency, profitability, and customer delight.You will:Define and execute operational strategies that drive efficiency, productivity, and growthPartner with global leaders to localize and deliver best-in-class frameworksLead customer care and collections with a relentless focus on service excellenceOptimize telesales operations to maximize acquisition, conversion, and customer lifetime valueOversee retail operations, ensuring a seamless in-store experience aligned to commercial objectivesLead warehouse and logistics functions to achieve operational efficiency and cost optimizationBuild supplier and vendor relationships that add value and sustainabilityTrack and improve KPIs across all operational functionsInspire and lead diverse teams, building a culture of accountability, learning, and high performanceWhat We're Looking ForWe're seeking a dynamic leader who combines strategic vision with executional rigor. You'll be at home in fast-paced, high-growth environments and bring a proven track record of building operational excellence at scale.Bachelor's degree in Business, Operations, Supply Chain, or related field (Master's preferred)8-10 years' progressive operations leadership, including 5+ years in senior managementProven experience leading in retail, logistics, customer care, and/or telesalesStrong financial acumen and experience managing large budgetsDemonstrated success driving transformation and leading multi-departmental teamsProficiency with ERP, inventory, and CRM systemsWhat You'll BringStrategic execution and operational excellence mindsetCustomer-centric leadership and innovation focusFinancial and analytical strength to drive business decisionsChange management expertise and process optimization skillsAbility to influence and collaborate with senior stakeholdersPassion for developing talent and building high-performing teamsWhy Join UsAt M-KOPA, we don't just offer jobs - we offer opportunities to make a meaningful impact. In this senior leadership role, you'll be central to our growth journey, helping us unlock new levels of customer satisfaction, operational efficiency, and business success across Africa.Join us, and be the driving force behind transforming everyday lives through scalable, innovative operations.Why M-KOPA?At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.Join us in shaping the future of M-KOPA as we grow together. Explore more at .Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.Important NoticeM-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for 'recruitment fees', 'processing fees', 'interview fees', or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.